Question 1

Service recovery efforts should be fairly rigid to makes sure the same recovery is achieved each time.

Accepted Answer

A) True 
 B)False

Question 2

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Accepted Answer

A) True 
 B)False

Question 3

Explain what is meant by a "combined guarantee."

Accepted Answer

Combined guarantees stem from the ambigu

Question 4

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Accepted Answer

A) referent renewal paradox 
B) referent contribution paradox 
C) referent acquisition paradox 
D) service recovery paradox 
E) service renewal paradox 
A) referent renewal paradox 
B) referent contribution paradox 
C) referent acquisition paradox 
D) service recovery paradox 
E) service renewal paradox

Question 5

How function does a service guarantee serve for firms?

Accepted Answer

It is one way for particularly

Service recovery efforts should be fairly rigid to makes sure the same recovery is achieved each time.

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Explain what is meant by a "combined guarantee."

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

How function does a service guarantee serve for firms?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 13: Complaint Handling and Service Recovery

Service recovery efforts should be fairly rigid to makes sure the same recovery is achieved each time.

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Explain what is meant by a "combined guarantee."

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

How function does a service guarantee serve for firms?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters